In a bold and unprecedented move to safeguard telecom consumers and promote regulatory transparency, the Nigerian Communications Commission (NCC) today hosted a Stakeholder Engagement Forum on Unclaimed and Unutilized Subscriber Recharges. The virtual forum brought together industry stakeholders, telecom operators, legal experts, and consumer advocates to deliberate on the Commission’s Draft Guidance on unclaimed airtime credits, aiming to provide clarity and direction on a matter affecting millions of Nigerians.
In his welcome address, Dr. Aminu Maida, Executive Vice Chairman/CEO, NCC, emphasized the need for a balanced framework that upholds consumer rights while ensuring operational and regulatory efficiency.
According to the EVC, ““As prepaid lines become inactive and eventually churned, the fate of unused credit must not be ignored. We must strike a balance between protecting consumers and ensuring the sustainability of telecom operations. This forum presents a critical opportunity to shape that future.”
Rimini Makama, Executive Commissioner, Stakeholder Management, NCC represented the EVC.
Delivering the opening remarks, Mrs. Chizua Whyte, Head of Legal & Regulatory Services, NCC, noted that the proposed framework will introduce safeguards that empower consumers while ensuring billing transparency and regulatory certainty.
she stated, “The Draft Guidance sets out a 12-month claim window, mandatory audit requirements for operators, and strict non-monetization of unused recharges. This is about fairness, accountability, and clarity for all stakeholders.”
Key Highlights of the Draft Guidance Include:
- 12-Month Claim Period: Subscribers whose lines are deactivated due to inactivity can reclaim unused airtime within a year upon proof of ownership.
- Transparency Requirements: Operators must conduct audits, submit data on unclaimed credits, and educate consumers on credit expiration policies.
- Consumer-Centric Approach: Unused recharges must be returned as service value—data, voice, or VAS—not cash.
- Global Benchmarking: The policy aligns with best practices in the U.S., EU, and India, emphasizing transparency and consumer access over refunds.
- Strict Compliance Window: Operators have 90 days to comply or face sanctions including fines and audits.
The NCC reiterated that airtime is not equivalent to cash but a consumable service, and operators must offer alternatives that allow users to benefit from unclaimed value.
The forum marks a significant milestone in the Commission’s mission to create a fair, transparent, and inclusive telecom sector. By opening dialogue and involving all key players, the NCC is ensuring that the evolving digital economy remains consumer-first and innovation-driven.
